Help we can offer while you're waiting for your bags

If your baggage isn't returned to you within 24 hours and you are away from your home town, you may be entitled to emergency expenses. For details, contact the relevant baggage services office or online baggage tracing service. If you have travel insurance, check your policy benefits.

What happens after five days

If your bag has not been found after five days, please complete the claim form provided to you on arrival. Alternatively you can download the claim form and email it to your nearest Air New Zealand baggage services office. If your baggage is not located within 21 days, we will process the claim while continuing to search.

You should also contact your travel insurer. Air New Zealand's liability for lost baggage is limited by international conventions and the Carriage of Goods Act. Read our conditions of carriage.

Applying for compensation if your bag is damaged

Please report the damage to your nearest baggage services office by email within seven days. We will assess your claim and either provide a replacement bag of the same value (less depreciation) or process your claim according to the applicable liability limitations. Read our conditions of carriage.

Time Limits for reporting/claiming on delayed loss or damaged checked baggage

You must report delayed or damaged checked baggage in writing within the time limits below.

Domestic (no international connections)

30 days in the case of damage to, loss or destruction of part only of an item of checked baggage

21 days since the case of loss of the whole item from the date of arrival

International

In the case of damage to your baggage, as soon as you discover the damage after you have received the baggage, and at the latest within 7 days

In the case of delay, within 21 days from when the baggage has been made available to you

Lost property

If you leave something on the plane or in the airline lounge

If you left an item in one of our lounges or on board our aircraft, complete our online lost property report.

We'll make every effort to find your property. If required, a letter can be provided to support an insurance claim. Found items are held for one month. You'll need to confirm ownership and provide photo ID when you collect a lost item.

Once we've found your item, we will be in contact with instructions on how you can retrieve it.

If you leave something at the airport

If you left an item at a gate or check-in or somewhere else in at the airport, please contact the relevant airport company.